The Customer's Voice
Course ID: SS_cust_05_a03_bs_enus
Price: $40.00 |
Description:In today's competitive marketplace, it's important to make yourself and your company necessary to a lot of customers. This course provides the tools to learn all that you can about your customers. The focus is on recognizing and ultimately anticipating customer expectations. There are any number of ways to hear "The Customer's Voice",
but you have to know how to listen. Learn about the dynamics of client
expectations, and the inconsistent, ever-changing nature of today's
customer. How do customers judge our success? You'll explore the five
key expectations dimensions, and you'll be able to assess your
workplace in terms of meeting client needs. The final step in
"hearing" your customer is creating
compatibility. Explore how to align your services with your
clients, and gain customers for life. Lesson Objectives- demonstrate awareness of the changing nature of customer expectations.- recognize the impact of perception on customer expectations and satisfaction. - describe what causes customer expectations to change over time. - recognize the value of the five dimensions of customer expectations. - choose actions that demonstrate responsiveness to customers. - employ empathetic communication techniques when dealing with a customer. - recognize the critical importance of collecting customer input regarding service expectations. - use the key principles of the Socratic method to get customer input. - determine the most appropriate data collection strategy. - identify common problems with collecting customer input. - recognize the value of aligning organizational services with customer expectations. - identify the top three customer expectations. - identify any problems consistently encountered and how they relate to the top three customer expectations. - use the procedures for resolving unmet customer expectations.
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